Real-Time WFM Analyst

TaskUs; Las Piñas; On-site; PHP 447,000 - 574,000; Full time

Job summary

TaskUs is seeking a Real-Time Analyst (RTA) in WFM to support program management by monitoring call volumes, adherence, and SLA performance. The role emphasizes quick issue detection and mitigation to protect service levels.

You will provide inputs to capacity planning, assist in intraday reporting, and ensure analysts are available on phones and chats according to business needs. Strong Excel skills and 12 months WFM RTA experience are required.

Qualifications

• Minimum 12 months of experience in the WFM RTA domain.
• Willing to work in any shift and on weekends at our Indore site.
• Very good proficiency in MS Excel. Prior Workforce Management experience in Scheduling or Reporting is a plus.

Responsibilities

• Be the first point of contact for service-related escalations such as call routing, outages, unscheduled absences, and breaks.
• Monitor and communicate real-time floor activities for adherence to AUX/ ACW/ BREAKS & SHIFTS.
• Ensure availability of analysts on phones/chats as per business model requirements.
• Manage real-time queue monitoring (RTQM) and intraday reporting.
• Coordinate client interactions and provide timely information to WFM leadership.
• Provide insights to capacity planning and scheduling teams based on analysis.
• Detail and document performance impacts for WFM leadership.

Skills

WFM RTA experience

MS Excel

Scheduling

Reporting

Job description

TaskUs is seeking a Real-Time Analyst (RTA) in WFM to support program management by monitoring call volumes, adherence, and SLA performance. The role emphasizes quick issue detection and mitigation to protect service levels.

You will provide inputs to capacity planning, assist in intraday reporting, and ensure analysts are available on phones and chats according to business needs. Strong Excel skills and 12 months WFM RTA experience are required.